Fostering Mobile Technology Value Proposition through User Participation: Results from two Industrial Case Studies

Eighth World Congress on the Management of eBusiness (WCMeB 2007) Pub Date : 2007-07-11 DOI:10.1109/WCMEB.2007.17

B. Thurnher

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引用次数: 1

Abstract

Mobile technology within corporate IT-Systems is a major and still increasing issue. Although the usage of mobile technologies for business processes is far behind expectations, still little research has been done in analyzing critical success factors for mobile technology acceptance and application after replacing a former paper-based process within the IT-Service domain. Therefore a mobile workforce solution for IT- Service technicians has been implemented and usability tested. Different extents of user centered design during the development and deployment of a mobile tool for service technicians have been observed in two industrial case studies. Major results are (a) same archetypical business process metrics are affected after mobile tool deployment in different IT-Service companies, (b) major process improvements arise not from faster job processing but from faster and more accurate data access and transmission and (c) user participation in business process reengineering and mobile tool development fosters tool acceptance and reduces the return on investment time.

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通过用户参与促进移动技术价值主张:来自两个行业案例研究的结果

企业it系统中的移动技术是一个主要且仍在增加的问题。尽管移动技术在业务流程中的使用远远落后于预期，但在it服务领域内取代以前基于纸张的流程后，对移动技术接受和应用的关键成功因素进行分析的研究仍然很少。因此，针对IT服务技术人员的移动工作解决方案已经实现并进行了可用性测试。在为服务技术人员开发和部署移动工具的过程中，以用户为中心的设计在两个工业案例研究中得到了不同程度的观察。主要结果是:(a)在不同的it服务公司部署移动工具后，相同的原型业务流程度量受到影响;(b)主要流程改进不是来自更快的作业处理，而是来自更快、更准确的数据访问和传输;(c)用户参与业务流程再造和移动工具开发促进了工具的接受，并减少了投资时间的回报。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Eighth World Congress on the Management of eBusiness (WCMeB 2007)

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